Payments: FAQs

Updated 1 day ago | 4 min read time

In this article, you’ll find answers to the most frequently asked questions about our payment procedures and products for partners that do not use Payments by For information about bank transfers or virtual credit cards (VCCs), please find frequently asked questions about Payments by here

Key takeaways

  • To find out if you’re active or eligible for payments products, go to the Finance page of the extranet and check the drop down menu for the Getting paid or Payments by options. If neither appear, you’re not active or eligible. 
  • If you do not use Payments by, you’re responsible for collecting payments and providing invoices to your guests.

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Frequently asked questions

Frequently asked questions

  • To find out if your property is active or eligible for Payments by, log in to the extranet and click on Finance to see the drop down menu.

    • If the Getting paid or Virtual cards management option appears, it means you’re already active on Payments by Click on it to learn more.
    • If the Payments by option appears, you’re eligible for the service, but it’s not yet active. To activate it, select the option and click on Yes, sign me up now at the bottom of the page. 

    If none of the options (Getting paid, Virtual cards management or Payments by appear in the drop-down menu, your property isn’t eligible for this service.

  • You can find more information about charging a damage deposit here.

  • You need to provide your guests with an invoice when they check out. This is because the reservation agreement is a direct transaction between you and your guest, not a transaction with You can provide the invoice on paper, by email or both.

    Here’s some other important information about invoices:

    • We hold no responsibility for invoicing, and we don’t send invoices for any reservation to you or your guest.
    • Make sure you issue invoices in your guest’s name or another name you’ve agreed with them.
    • You can use your invoices for tax declarations or other record-keeping purposes.
  • For more information about invoices, take a look at this article.

  • If a guest makes changes to a reservation such as changing the number of guests, then you may need to raise or lower the reservation fee. To do so, please contact us to assist with any changes to the reservation.

  • The total amount shown on your invoice only includes amounts that we charge commission on, such as room rates, certain taxes and other charges. To find out more about local taxes, take a look at this article.

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